일자리창출 컨설턴트의 역량이 업무성과에 미치는 영향에 관한 연구
The Effects of Job Consultants' Competences on the Job Performances
0
조회
0
다운로드
3
인용
0
참고문헌
키워드
초록
The responsibility of a job consultant is to help people prepare themselves for looking for a job. They can more advanced advice and assistance to many individuals and firms who want to find job placement. If a person is looking for help finding work in a specific industry or field, they can receive consulting services about their job finding. A job consultant should be able to assist a job seeker with choosing the best companies to work for, understanding the financial aspects of the job including how much should it pay,preparing interview questions, identifying the necessary skills for a specific position, knowing the newest industry buzzwords or keywords, and many other important aspects for a successful job search. The competencies of the job consults are very important to match job seeker and enterprise employers. This paper suggest some important factors that affect to the performance of job consultants. To test the suggestion, we gather data, 258 respondents, from the job consultants who work for the Women New Job Creation Center which was established by Korea government. The empirical test showed that the IT and management competences of job consultants are prerequisite factors, which affect to the customer communication and job seeking guide. These independent and mediating variables are also effect on the perception of customer evaluation and job satisfaction of consultants. Concludingly, to improve the job performance of the consultants, the enhancement of their competences are most important. The service qualities of job consulting centers will be improved by the competences of job consulting personnels and their faithful customer oriented service activities.
Abstract
The responsibility of a job consultant is to help people prepare themselves for looking for a job. They can more advanced advice and assistance to many individuals and firms who want to find job placement. If a person is looking for help finding work in a specific industry or field, they can receive consulting services about their job finding. A job consultant should be able to assist a job seeker with choosing the best companies to work for, understanding the financial aspects of the job including how much should it pay,preparing interview questions, identifying the necessary skills for a specific position, knowing the newest industry buzzwords or keywords, and many other important aspects for a successful job search. The competencies of the job consults are very important to match job seeker and enterprise employers. This paper suggest some important factors that affect to the performance of job consultants. To test the suggestion, we gather data, 258 respondents, from the job consultants who work for the Women New Job Creation Center which was established by Korea government. The empirical test showed that the IT and management competences of job consultants are prerequisite factors, which affect to the customer communication and job seeking guide. These independent and mediating variables are also effect on the perception of customer evaluation and job satisfaction of consultants. Concludingly, to improve the job performance of the consultants, the enhancement of their competences are most important. The service qualities of job consulting centers will be improved by the competences of job consulting personnels and their faithful customer oriented service activities.
참고문헌 (50)
- 강인선, "IT 컨설턴트의 컨설팅 역량: 컨설턴트와 클라이언트의 인식 차이 중심으로", 석사, 정보통신경영학과, pp.2008
- 강형모, "비즈니스 컨설팅 서비스 품질과 편익이 고객과의 결속관계에 미치는 영향에 관한 연구" (2008), 숭실대학교 대학원 경영학과
- 김동완, "손해보험 영업관리자 육성에 따른 역량모델 구축", 석사, 기업교육전공, pp.1995
- 김민정, "여성의 인적자원 관리행동: 컨택센터 여성상담사의 직무성과와 이직의도 -대구지역 이동통신 고객센터 여성상담사를 중심으로", 한국가족자원경영학회지, 14(2), pp.201~218 (2010), 한국가족자원경영학회
- 김수원, "고용복지론" (2008)
- 김순희, "정보문해" (2008), 한국학술정보
- 김은미, "특급호텔 비즈니스센터 업무수행능력(Competency)에 관한 연구", 석사, pp.2005
- 김주헌, "e-Learning에 있어서의 고객 충성도에 영향을 미치는 요인에 대한 실증적 연구", 고객만족경영연구, 6(2), pp.1~26 (2004), 한국고객만족경영학회
- 김지선, "전화고객상담사의 고객지향성과 관련변수에 대한 연구", 석사, pp.2006
- 국가고용지원서비스 혁신 보고회 자료집, "노동부", ~ (2005)
- 마대성, "초등학생의 컴퓨터 활용능력 격차에 관한 연구", 정보교육학회논문지, 12(2), pp.163~171 (2008), 한국정보교육학회
- 커리어코치의 역량 도출 및 분류에 관한 연구, "박윤희", 숭실대학교 한국평생교육 HRD연구소, ~ (2010)
- 유필화, "기업의 내부고객에 대한 세분화전략과 제품정책의 결정에 관한 연구", 경영학연구, 25(2), pp.245~279 (1996)
- 취업지원 접점서비스 역량 방안, "오성욱", 한국고용정보원, ~ (2009)
- 이윤석, "소기업의 IT 지식, IT 커뮤니케이션과 운영 성과와의 관계 분석", 기술혁신연구, 13(3), pp.5~30 (2005), 기술경영경제학회
- 이종철, "구인구직의 즉시 정보화 시스템에 관한 연구", 석사, 정보통신학과, pp.1995
- 이철수, "사회복지학사전" (2009)
- 이홍민, "핵심역량 핵심인재 : 인적자원 핵심역량 모델의 개발과 역량 평가" (2005), 한국능률협회출판
- 조성암, "서비스 종업원의 직무만족이 종업원의 고객지향성에 미치는 영향에 관한 연구", 석사, 경영학과, pp.2001
- 조성욱, "고객접점 관리자의 서비스 역량에 관한 연구: 국내항공 캐빈매니저를 중심으로", 석사, pp.2008
- 허경호, "포괄적 대인 의사소통 능력 척도개발 및 타당성 검증", 한국언론학보, 47(6), pp.15~408 (2003), 한국언론학회
- Presidential Committee on Information Literacy, Final Report, "ALA(American Library Association)", ~ (1989)
- Bienstock, C. C., "Organizational Citizenship Behavior and Service Quality", Journal of Services Marketing, 17(4), pp.357~378 (2003)
- Boyatzis, R. E., "The Competent Manager: A Model for Effective Performance" (1982)
- Campbell, W. C., "Self-threat Magnifies the Self-Serving Bias: A Meta-Analytic Integration", Review of General Psychology, 3(1), pp.23~43 (1999)
- Chung, H. B. G., "Grooming Future Hospitality Leaders, Competencies Model", Cornell Hotel and Restaurant Administration Quarterly, 44(3), pp.17~25 (2003)
- Cronin, J. J., "Measuring Service Quality: A Reexamination and Extension", Journal of Marketing, 56(6), pp.55~68 (1992)
- Cronin, J. J., "SERVPERF versus SERVQUAL Reconciling Performance-Based and Perception-Minus-Expectations Measurement of Service Quality", Journal of Marketing, 58(1), pp.125~131 (1994)
- Dalton, D. R., "Turnover Overstated: The Functional Taxonomy", Academy of Management Review, 7(1), pp.117~123 (1982)
- Outcome Measures for Information Literacy within the National Education Goals of 1990, "Doyle. C. S.", ~, pp.ED351033 (1992)
- Ellis, C., "Computer Science and Office Information Systems", ACM Computing Surveys, 12(1), pp.27~60 (1980)
- Hamel, G., "The Core Competence of the Corporation", Harvard Business Review, 67(3), pp.79~91 (1990)
- Hammer, M., "What is Office Automation", Processing of the 1980 OA Conference (1980)
- Lee, S., "How is Information Technology Affecting Business Relationships Results from a UK Survey", Industrial Marketing Management, 32(3), pp.119~126 (2003)
- Mustaffa, S., "The Effects of Electronic Commerce on Small Australian Enterprises" (2002), Technovation
- Monge, P. R., "Communicator Competence in the Workplace: Model Testing and Scale Development", Communication Yearbook, 5, pp.502~527 (1982)
- Naver J. C., "The Effect of Market Orientation on Business Profitability", Journal of Marketing, 54(10), pp.20~35 (1990)
- Olson, M. H., "The Impact of Office Automation on the Organization: Some Implications for Research and Practice", Communication of ACM, 25(11), pp.838~847 (1982)
- Oshins, M. L., "Identifying a Competency Model for Hotel Managers", 박사, pp.2002
- Parasuraman, A., "A Conceptual Model of Service Quality and Its Implications for Future Research", Journal of Marketing, 49(4), pp.41~50 (1985)
- Parasuraman, A., "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality", Journal of Retailing, 64(1), pp.12~40 (1988)
- Parasuraman, A., "Refinement and Re-assessment of the SERVQUAL Scale", Journal of Retailing, 67(4), pp.420~450 (1991)
- Perdue, J., "Club Management Competencies 2005: Updated Information for the Classroom", Journal of Hospitality & Tourism Education, 14(2), pp.19~32 (2001)
- Rubin, R. B., "Communication Competence, In Speech Communication: Essay to Commemorate the 75th Anniversary of the Speech Communication Association", pp.91~129 (1990), Southern Illinois University Press
- Saxe, R., "The Scale: A Measure of the Customer Orientation of Sales-People", Journal of Marketing Research, 19(8), pp.82~113 (1982)
- Solomon, M. R., "A Role Theory Perspective on Dynamic Interactions: The Service Encounter", Journal of Marketing, 49(4), pp.99~111 (1985)
- Sparrow. D., "Competency Based Pay to Good to be True", pp.22~25 (1996), People Management
- Spencer, L. M., "Competence at Work, Model for Superior Performance" (1993), Wiley
- Spitzberg, B. H., "Handbook of Interpersonal Competence Research" (1989), Springer-Verlag
- Zurkowski, P. G., "The Information Service Environment Relationships and Priorities", National Commission on Libraries and Information Science (1974)